Senior Customer Success Manager
syntax•Durham, NC
•Hybrid
About The Position
We are seeking a highly experienced and proactive Sr. SAP Customer Success Manager to join our team. In this role, the individual will serve as a trusted advisor and strategic partner for enterprise SAP customers, ensuring strong operational governance, executive alignment, customer satisfaction, and long-term relationship growth. The role requires strong expertise in SAP environments, customer communication, escalation management, Executive Business Reviews (EBRs/QBRs), contract and renewal management, and coordination across cross-functional delivery and technical teams.
Requirements
- Minimum 5 years of experience in Customer Success Management, SAP Account Management, or similar customer-facing leadership roles.
- Strong experience managing enterprise SAP customers and executive stakeholder relationships.
- Proven experience handling customer escalations, governance processes, and operational service management.
- Experience leading Executive Business Reviews and presenting to leadership audiences.
- Strong understanding of SAP environments, managed services, cloud technologies, and enterprise operations.
- Excellent communication, organizational, and cross-functional coordination skills.
- Bachelor’s degree in Business Administration, Information Technology, or equivalent experience.
Responsibilities
- Build and maintain strong executive-level customer relationships across strategic SAP accounts.
- Act as the primary customer advocate and escalation point for operational and service-related matters.
- Drive customer satisfaction, retention, and long-term partnership growth.
- Proactively manage customer escalations, operational risks, and service delivery concerns.
- Coordinate with delivery, support, and technical teams to ensure timely resolution and follow-through.
- Maintain governance cadence through operational reviews, EBRs/QBRs, and customer reporting.
- Lead Executive Business Reviews and operational governance discussions with customer leadership teams.
- Present operational performance, strategic initiatives, risks, opportunities, and continuous improvement recommendations.
- Support alignment between customer business objectives and Syntax service capabilities.
- Maintain understanding of customer contracts, SLAs, scope, and renewal timelines.
- Support renewal discussions and identify opportunities for service expansion and strategic growth.
- Coordinate with Sales and Account teams regarding customer priorities and renewal activities.
- Demonstrate strong understanding of SAP landscapes, managed services operations, and enterprise customer environments.
- Partner with technical delivery teams to support service improvement initiatives and customer operational alignment.
- Help identify operational gaps, process improvements, and customer optimization opportunities.
Benefits
- Competitive, above-average compensation
- Global tourist: With us, you can also work from abroad from time to time
- Flexible working time models, home office
- Attractive benefits, e.g. company pension scheme or various health offers
- A modern environment in which the "you" is part of it
- Open feedback culture, flat hierarchies and a motivated team
- Individual career planning with continuous training and coaching on the job
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What This Job Offers
Job Type
Full-time
Career Level
Senior
